Melissa Silvestre
Summary
Dynamic bilingual customer service professional with a proven track record at First Source, excelling in complaint tracking and problem-solving. Adept at fostering relationships with diverse customers, leveraging strong communication skills to enhance satisfaction. Recognized for swift resolution of issues and effective documentation in both English and Spanish, ensuring seamless service delivery.
Dynamic Bilingual Customer Service Representative with 3 years of experience handling incoming calls, resolving customer issues, inputting orders, and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
4
4
years of professional experience
Work History
Bilingual Customer Service Representative
First Source
03.2025 - Current
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Utilized Spanish proficiency to build relationships with Spanish-speaking customers.
- Documented customer service policies, scripts and procedures in Spanish .
Customer Service Representative/Bilingual Sales Associate
TruGreen
02.2023 - 03.2025
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
Drive-Thru Cashier
McDonald
06.2021 - 05.2022
- Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
- Understood restaurant menu, limited-time offers and promotions to answer guest questions.
- Resolved problems with orders quickly and offered refund or replacement.
- Balanced cash drawer at beginning and close of shift.
Factory Worker
Pilgrim's
01.2021 - 06.2021
- Unloaded and loaded items from conveyors, machines, and conveyances.
- Carefully packaged finished products and prepared for shipment.
- Used equipment properly to avoid workplace hazards or injuries.
- Coached fellow workers to operate machines properly and comply with safety procedures.
Education
High School Diploma -
Palm Bay Magnet High School
Palm Bay, FL05-2019
Skills
- Consecutive interpretation
- Complaint tracking
- Interpretation support
- Simultaneous interpretation
- Spanish translation
- Bilingual communication
- Customer service
- Problem-solving
- Refund processing
- Customer needs assessment
- Call management
- Database maintenance
- Payment processing
- Database research
- Document translation
Timeline
Bilingual Customer Service Representative
First Source
03.2025 - Current
Customer Service Representative/Bilingual Sales Associate
TruGreen
02.2023 - 03.2025
Drive-Thru Cashier
McDonald
06.2021 - 05.2022
Factory Worker
Pilgrim's
01.2021 - 06.2021
High School Diploma -
Palm Bay Magnet High School
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